Workforce Management Analyst, DentaQuest

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

At Sun Life, we're driven by our

Purpose:

helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful.

When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

Visit our website to discover how Sun Life is making life brighter for our customers, partners and communities.

Denta Quest manages dental and vision benefits for more than 33 million Americans. Our outcomes-based, cost-effective solutions are designed for Medicaid and CHIP, Medicare Advantage, small and large businesses, and individuals. With a focus on prevention and value, we aim to make quality care accessible to improve the oral health of all.

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

As a member ofthe

Support Services team, the Workforce Management Analystsupportsday-to-day workforce planning and operational execution across internal FTE teams and BPO partners.

Reporting tothe Senior Manager,Workforce Management, this rolemaintainsworkforce capacity models,responds toadhoc planning requests, analyzes performance trends, and provides data-driven recommendations to help sustain service levels, improve vendor performance, and supporta consistent customer experience. The Analystisresponsible for building reports,conducting analysis,translating workforce dataintoactionable insights for leadership, managing schedules and training activities, and supporting real-timemonitoringof agent activity,occupancy, adherence,forecasting accuracy, and service level performancein a fast-paced contact center environment.

This position works closely with Supervisors, Managers, Operations leadership,and the Training Department tohelp deliverareliablelevel of service and position

Denta

Quest asatrusted dental insurance provider.

• Apply advanced workforce management knowledge in forecasting, BPO performance management, real-time intraday monitoring, scheduling, adherence, and off-phone activity planning, including team meetings, supervisor coaching, training, and project work.
• Support operational management of BPO partner relationships by tracking performance metrics, preparing business review materials, and providing supporting analysis.
• Maintain and update workforce capacity models to support routine and ad hoc capacity planning requests across BPO and internal FTE teams.
• Develop andmaintainreports to analyze support volume trends, agent productivity, staffing vendor performance, and operational outcomes.
• Translate workforce data into clear, data-informed recommendations for leadership with minimal oversight.
• Partner with leadership on short- and long-term capacity needs, including staffing scenarios for new business launches and tradeoff analysis between internal FTE headcount and BPO scope.
• Identify operational inefficiencies and recommend improvements to key performance metrics, including service level, average handle time, occupancy, adherence, and forecast accuracy.
• Support expansion of workforce management practices across additional
  
  Support Services teams.
• Monitor real-time adherence to ensure BPO, outsourcer, and internal agents are available during scheduled phone hours, including breaks, lunches, meetings, and other scheduled activities.
• Forecast contact volume, training sessions, team and project work, paid time off, personal leave, and other factors todetermineadequate staffing coverage and consistent customer support levels.
• Manage andmonitorscheduled and unscheduled paid time off requests and update staffing plans in real time.
• Use workforce management software, call center operations…